Other Patient Experience-Adult Inpatient Measures



Communication with Nurses

What are we measuring and why?

As part of a survey about their experience at Massachusetts General Hospital, hospital patients are asked the following three questions about their interactions with nursing staff:

  • During this hospital stay, how often did nurses treat you with courtesy and respect?
  • During this hospital stay, how often did nurses listen carefully to you?
  • During this hospital stay, how often did nurses explain things in a way you could understand?

The answers to these questions help us identify areas in which our staff’s communication skills are strong, as well as areas in need of improvement.

How are we doing and how do we compare to best practice?

Eighty-three percent (83%) of MGH inpatients surveyed indicated that nursing staff "always" communicated well with them. This exceeded the current Centers for Medicare & Medicaid Services (CMS) national average of 80% and Massachusetts state average of 81% (Jan - Dec 2016 data for both benchmarks). Our goal is to communicate well during every clinical interaction. The nursing team is focused on improving communication in each patient care unit.

  • Current Scores
  • Scores Over Time
  • Higher values are better
81% 80% 83%

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) Adult Patient Experience Survey administered by Quality Data Management.
Comparison Group Source: CMS H-CAHPS survey.

MGH: Oct-Dec 2016
CMS: Jan-Dec 2016

83 83 83 84 84 83 82 82 80 80 80 80 81 81 81 81 80 80 80 80 80 80 80 80

MGH Source: Hospital Consumer Assessment of Healthcare Providers and Systems (H-CAHPS) Adult Patient Experience Survey administered by Quality Data Management.
Comparison Group Source: CMS H-CAHPS survey.



What are we doing to improve?

The Communication with Nurses measure encompasses several important aspects patient experience, including the extent to which patients perceive that their nurses are listening carefully, explaining things clearly, and acting in a courteous and respectful manner. We recognize that these communication skills are central to shaping the overall experience of care and provide support to nursing staff through course offerings and additional resources.

 

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